SYKES

Returning Candidate?

Product Specialist

Product Specialist

Job ID 
2017-57983
City 
Cluj-Napoca
Country 
RO
Posted Date 
12/8/2017
Category 
Operations

More information about this job

Overview

 

Responsibilities

 

- Dealing with Technical Escalations from designated Agents and ensuring they are investigated and researched to completion for the customer

- Updating and administering Knowledge Base information, including any knowledge information sources

- Collating and administering Frequently Asked Questions, Technical Tips and Top 10 call drivers

- Conducting CRM System analysis and providing report and recommendations

- Taking customers calls when needed (aprox 25% from work time/day)

- Manage escalation and research workload in order to meet client agreed turnaround times

- Ensure timely Weekly Reporting to all key account stakeholders (LOB Specific)

- Ensure timely monthly reporting to all key account stakeholders (LOB Specific)

- Provide Top Ten contact drivers and FAQ information monthly

- rPovide Timely update to knowledge base(s)

- Work with key stakeholders to increase First Call resolution rates across the account

- Work with key stakeholders to insure that the quality of service and KPIs are met.

 

EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

 

- Excellent communications skills

- At least 3 months with SYKES (applicable to SYKES employees)

- German (Advanced) and English (conversational level)

- Generally good on a technical level

- PC Literate

- Must demonstrate strong troubleshooting capabilities

- Must be able to work under pressure and have a flexible approach